Contents

The Cisco Unified Web and E-Mail Interaction Manager version 4.2(4)
installation consists of installing a Database server, a Services server, a
primary Application/File server, a secondary Application server and a Web
server. This document discusses the steps to troubleshoot the issues faced when
you install the secondary Web/Application and Archive components in Cisco
Unified Web and E-Mail Interaction Manager version 4.2(4).

The information in this document is based on the Cisco Unified Web and
E-Mail Interaction Manager version 4.2(4).

The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.

The installer does not automatically create the system, business
partition, and temp virtual directories on the Internet Information Server
(IIS).

A "cisco" virtual directory with
iisproxy.dll,
iisproxy128.dll,
egpinstall.html files inside is created.
However, the iisproxy.,ini file is not
there.

In the Cisco_Interaction_Manager_InstallLog.log, these two errors are
seen: class
com.egain.platform.module.installer.ConfigureEgainServer.install() Unexpected
Fatal Error and class
com.egain.platform.module.installer.ParseLogsFiles.install() runtime
exception

Note: These issues occur when the Base install was used to install the
primary server, then it was upgraded to 4.2(4). After that, the installation of
secondary Web/Application and Archive components is attempted.

These issues are observed on the setups which have been upgraded to
4.2.4. In the upgrade process, there are a couple of changes that occur in
terms of getting the process IDs of all the JAVA processes. In short, the
osutils.dll file is changed during this process.

When you use the OLD installer to configure Secondary Web/Application
Servers and Archive components, the installer expects the OLD
osutils.dll to exist on the File System
(<PL_HOME>\lib\int\platform\win32). However, as the file is changed in
the upgrade process, there is a conflict and hence this issue occurs. This will
occur on all the upgraded setups when you configure Secondary Application/Web
and Archive components.

Note: This issue is documented by Cisco bug ID
CSCsu59886
(registered customers only)
and is fixed in 4.2.5 version.